IT Support Technician II - Boston, United States - Nexamp

Nexamp Boston, United States

2 weeks ago

Description

Do you want to be a part of the clean energy movement? Are you passionate about improving our environment for this generation and those to follow? Are you ready to take on new challenges and collaborate with a future-focused team leading the way into new markets? Join Nexamp

This is where you can learn from industry leaders and become one yourself. It's fast-paced, mission-based work that challenges the status quo. Be on the team that's changing the world.

What we're looking for:

Nexamp is seeking to hire an IT Support Technician II to join our Product & Tech team. You will be responsible for delivering exceptional IT support services across all internal departments at Nexamp. The primary responsibilities include managing incidents and service requests efficiently through our established management processes and procedures. You will aim to achieve high levels of customer satisfaction by offering excellent IT support to the organization. You will also get to collaborate with IT teams and subject matter experts on various projects and customer requests. Additionally, there will be occasions requiring travel to provide support coverage including but not limited to events and assisting with special projects.

You will be based out of our Boston office. You will report to the Manager, IT Support.

What you'll do:

Provide comprehensive IT support to employees, addressing their needs promptly. This includes detecting, recording, analyzing, diagnosing, resolving, or escalating incidents and service requests in alignment with our policies.
Serve as an escalation resource for technical incidents/requests via ticketing system, phone, email, chat, or web where T-1 team members are unable to resolve due to knowledge, access restrictions or time constraints.
Offer direct IT support to executives and participate in collaborative projects with other IT teams, ensuring effective communication and seamless service delivery.
Consistently and accurately track incidents and service requests along with their resolutions via tickets and ticket statuses.
Follow escalation processes, keeping customers informed about the status of their incidents/requests while maintaining accurate and concise records and documentation.
Serve as a primary point of contact for internal teams, and third-party service providers, focusing on minimizing business impact through technical expertise and solution-oriented approaches.
Coordinate hardware and software deployments. This includes but is not limited to the scope of, onboardings, laptops replacements/refreshes and new software onboarding.
Efficiently manage daily tasks, prioritizing work to meet service level agreements (SLAs) and ensure security posture maintenance through proactive ticket management.
Create and maintain both user-facing and internal documentation.
Maintain accurate inventory by following established inventory procedures and working collaboratively with the IT Project Coordinator.
Engage in service operation functions/activities and projects, contributing ideas and innovations to enhance IT service processes and policies. Develop and maintain knowledge base articles for customer self-service and report on daily tasks and activities.

What you'll bring:

At least 2 years in a related role.
Ability to perform essential job functions, including tasks that may require lifting and moving equipment (up to 35 lbs 4-5 feet in height), with accommodations available for individuals who may require them.
Proficiency in Microsoft Entra/Azure AD, Office 365, and Exchange Administration.
Familiarity with Windows 10 & 11, and macOS remote support.
Basic networking principles understanding and multi-platform application support experience.
Experience in remote hardware support for a variety of devices including laptops, desktops, printers, and mobile phone
Commitment to Nexamp's mission and have a passion for solving tomorrow's climate crisis today.
Demonstrated experience in effectively communicating information, ideas, and perspectives with people inside and beyond your organization.
Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization. We value accountability and an ownership mentality.
Ability to ask appropriate questions, analyze data, identify the root causes of problems, and present creative solutions.
Expertise in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty across the industry.
Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions.

If you don't meet 100% of the above qualifications, but see yourself contributing, please submit an application. We encourage people from minority or marginalized groups to apply.

At Nexamp, our mission is building the future of energy, so it is clean, simple, and accessible for all. We believe a diverse team brings different perspectives and experiences, thus benefiting our work. We are committed to providing a work environment free from discrimination. We are proud to be an equal opportunity employer. We do not discriminate against applicants on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, veteran status, or any other basis protected by law. By encouraging a culture where ideas and decisions come from all people, we believe it will help us grow, innovate, and be a part of environmental and social change.

You'll love working here because:

Not only will you get to take part in meaningful work and have the chance to change the world alongside innovative, dedicated, and motivated peers, but you will also have access to all the benefits that Nexamp offers This includes our competitive compensation package; a 401(k) employer-match; health, dental, and vision insurance starting day one; flexible paid time off and holiday PTO; commuter benefits, cell phone reimbursement; as well as a hybrid work environment. We are headquartered in Boston, MA, and Chicago, IL and have growing offices across the country. We provide healthy snacks, coffee, service days and other volunteer opportunities, company outings, and more

Nexamp's People team manages all aspects of recruitment and hiring within our organization. We want to inform third-party recruiters, staffing firms, and related agencies that Nexamp does not accept unsolicited resumes. Resumes will only be considered from these entities if a signed agreement is in place and the People team explicitly authorizes external recruiting assistance for a specific position. Any unsolicited resumes received will be deemed the property of Nexamp. We want to emphasize that Nexamp is not liable for any fees associated with unsolicited resumes.

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